Retail Observer

RETAILOBSERVER.COM DECEMBER 2022 64 M ore than 20 years ago, the Certified Service Center review process established a boilerplate for measuring a company's overall quality. Several manufacturers and industry associations representing various electronic service industries came up with the set of common measurable standards that are still in use by CSC today. The criteria basically deal with the way a company looks and acts. These same criteria are used for several different industries, with the only real exceptions being the categories of test equipment required and the needed technician certifications that are tailored to specific industries. So – why are these criteria universal? Because they specifically deal with people, skills, appearance, and of course, customer service. Of all these criteria, people are the single most important factor in determining the quality and success of any business. The three associations that direct the Consortium for Certified Service Centers (C-CSC ) are all heavily invested in training, certification and people development because of the importance associated with the verified skill sets of the technicians, customer service and service management personnel. The Professional Service Association (PSA) is involved in developing certifications for customer service and service management, and offers three different levels of technical certifications along with training designed to help support the appliance service industry. ETA International (ETAI) provides accredited certifications in electronics-related industries such as wireless communications, fiber optics, renewable energy and workforce readiness. In addition, ETAI partners with leading industry trainers to provide a total education solution. The third supporting organization is the Enterprise Wireless Alliance (EWA), which is heavily involved in CSC by supporting our efforts through their Private Wireless Education Council that emphasizes professional development at all levels of an organization through both ongoing promotion and improved access to technician training and leadership development. The efforts of these three organizations are critical to the growth of CSC, because trained and certified personnel are the key ingredient that will help develop and grow all our Certified Service Centers in the future. The more certified personnel you have, the more your company will directly benefit. As we review the CSC Renewals that are being processed, we can see an ever-increasing number of individuals becoming certified as technicians, managers, installers and customer service personnel. In addition, we can also see the number of tech- nicians that now hold Senior-level technician certifications, and also other independent certifications that empower them to better serve their companies and customers. After being trained and certified, individuals are independently recognized for their skills and knowledge, and the customers directly benefit from being able to deal with documented professionals each and every day. Our thanks to all of you for continuing to expand these certification programs. Training, certifying, and keeping certifications updated is a big job, but the results should be worth the effort. S E R V I C E D E P A R T M E N T Don Pierson, Certified Service Center (CSC) C-CSC Board Member https://c-csc.org/CSC/ RO QUALITY INDICATORS FOR YOUR BUSINESS

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